consumer rights under the trai act, 1997 and redressal of consumer grievances

Consumer Rights under the TRAI Act, 1997 and Redressal of Consumer Grievances

Presentation by T R Wadhwa

CGMT, BSNL, J & K Circle

Consumer Rights Under TRAI Act

To avail the telecommunications services of assured Service

Quality

Redressal of Consumer Grievances

Group of consumers: may approach the TDSAT for redressal of

their grievances Individual Consumers may approach:

In house dispute resolution mechanism of service providers

Consumer Disputes Redressal Forum or a Consumer Disputes Redressal Commission or a National Consumer Redressal Commission for reddresal of their grievances

Consumer Grievances

1. Services New Provision Fault repairing

2. Metering & Billing

Redressal of Consumer Grievances under TRAI Act

TRAI Regulations prescribes for a three tier consumer grievance redressal mechanism:

call centres – 1st Level nodal officers – 2nd Level appellate authority – 3rd Level

TRAI Regulations also prescibes for publishing a manual of practice for handling of complaints

Redressal of Consumer Grievances in J & K Circle of

BSNL as per TRAI Regulations

Call Centres (toll free numbers) For basic services :1500 For GSM Mobile services: 9400024365 For Broadband & Internet

services :1500 For MPLS & Other Data services: 1500 Additional number for complaints: 1800-

424-1600 Complaint to be redressed within 7 days



Nodal officers at SSA level• One in every SSA• If problem is not redressed at Call

Centre level then subscriber may approach concerned nodal officer

• Customers may also approach concerned SSA heads

GMTD – Jammu & Srinagar TDM- Udhampur & Leh TDE - Tajouri



Appellate Authority at Circle level• General Manager(O&D) -

9411120520• If problem is not redressed at nodal

officer level within the specified time frame then subscriber may file an appeal in writing to appellate authority within three months

• Appeal to be decided within three months of filing



Corporate office of BSNL has published its Manual of Practice for handling consumer complaints

Details of call centre, nodal officer and appellate Authority as well as Manual of Practice is available on: http://www.bsnl.co.in

Mechanism for Redressal of Consumer Grievances in

BSNL

In addition to mechanism prescribed by TRAI, BSNL has its own well established consumers grievance redressal mechanism at:

SDCA (Tehsil) Level SSA( District) Level Circle (State) Level Corporate Office (National)Level

Mechanism for Redressal of Consumer Grievances in BSNL

J & K Circle of BSNL is having 5 Secondary Switching Areas (SSAs)

Jammu Srinagar Leh Udhampur Rajouri

34 Short Distance Charging Areas (SDCAs)


BSNL

Consumers may approach to BSNL through

• Computerized booking 198/1094

• Customer service centers• Interaction with BSNL officers

Telephonically Personal meeting

• Written Complaints


BSNL

198 Service: Any complaint pertaining to fault in

service IVRS Based Service Toll Free Number Same Number though-out SDCA More than 90% complaints are handled

on this service, to the satisfaction of the customers


BSNL

Second stage of grievance handling on

1094 Circle Level

Toll free Number

Mechanism for Redressal of Consumer Grievances

in BSNL

Customer Service Centers

Single Window Concept Available at Taluka level Multiple Nos. of CSCs available at cities


BSNL

Interactions with BSNL officers (Telepnonically/ personal visits) Junior Telecom Officer Sub-divisional Engineer Divisional Engineer Dy. Gen. Manager / Telecom District

Manager General Manager Chief General Manager


BSNL

Written Complaints Letters through post/ Fax

/Emails Received at Public Grievance

cells at SSA and Circle levels and at various levels of officers

Replied to the complainants after settlements


BSNL

Telephone Adalats All the individual Cases Frequency: Once in six Months in Each Districts (SSA

Level) Once in six Months in State Level (Circle Level) Composition: (Distt. Level): - SSA heads as Chairman

- IFA of SSA.- Officer from Circle Office

Composition: (Circle Level): - CGMT,

-IFA to CGM - SSA head of concerned SSA


BSNL Telephone Adalats Statistics

Year TA Held

Cases Recd

Cases Settled

2005-06 1 22 20

2006-07 2 11 11

2007-08 (Upto Sept’07)

1 13 12


BSNL

Arbitrations: In case the disputes are not settled

then the arbitrators are appointed by the competent authority under the provision of the “Arbitration Act”

Appeal to the decision of the arbitrator lies to Hon’ble High court

Proactive Measures to improve the services in J & K

Circle of BSNL

Proactive Measures/ Feedback System

Open House Sessions Telephone Advisory Committee (TAC)

meetings. MP’s Meetings at SSA and Circle Level

Proactive Measures to improve the services in J & K Circle of

BSNL

Open House Sessions Once in three Months at each districts Consumers problems of generic nature Seeking suggestion for Service Improvement.

Year Open House session held

2005-06 5

2006-07 6

2006-07 up to Sept’07

5


BSNL

Telephone Advisory Committees Eminent personalities of various fields Act as co-coordinator between BSNL and public Come up with various suggestions for

improvement in service Formal meeting scheduled once in 6 months.


BSNL

MP’s Meetings

Eminent personalities from different fields of life

All district heads are in touch with MPs for their valuable suggestions

CGM also meets with MPs to get their view points for improvement in service

THANK YOU

consumer rights under the trai act, 1997 and redressal of consumer grievances

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